Avis M, Bond M, Arthur A
J Nurs Manag. 1995 Mar;3(2):59-65. doi: 10.1111/j.1365-2834.1995.tb00082.x.
Despite the widespread use of satisfaction surveys to obtain patients' views about health services, the validity and relevance of self-completion questionnaire surveys has been questioned. This paper reports on an exploratory, qualitative investigation into patients' perspectives on satisfaction and dissatisfaction with out-patient care. Eighty-one new referrals to two out-patient clinics were interviewed before and after their first consultation. Of this initial sample, 23 were interviewed again at their follow-up appointment and a further 10 were interviewed in depth at a location of their choice. The features of the service that drew appreciative comments when they were thought to be present, and criticism when they were felt to be lacking, were: humanity, efficiency, informativeness and continuity of communication. Examples of these features are discussed using patients' own words to illustrate their perspectives. The study demonstrates that unstructured approaches to service evaluation can be employed to develop services which are genuinely listening to their users' views.
尽管满意度调查被广泛用于获取患者对医疗服务的看法，但自我填写问卷调查的有效性和相关性受到了质疑。本文报告了一项关于患者对门诊护理满意度和不满看法的探索性定性调查。81名新转诊至两家门诊诊所的患者在首次咨询前后接受了访谈。在这个初始样本中，23名患者在随访预约时再次接受了访谈，另有10名患者在他们选择的地点接受了深入访谈。当被认为存在时能引来赞赏评论、而被认为缺乏时会招致批评的服务特征有：人性化、效率、信息性和沟通的连续性。使用患者自己的话来阐述他们的观点，对这些特征的实例进行了讨论。该研究表明，非结构化的服务评估方法可用于开发真正倾听用户意见的服务。
